For ideas on how to communicate effectively with business travelers, look to consumer brands. One example: Those “How can I help?” chats you see on retail sites can influence business travelers, too. The latest report from BCD Travel’s Inform series offers travel managers tips for using the latest communication technologies to listen to, influence and respond to travelers.
What’s in a bot? Real-world applications for travel
- Chatbots deployed during booking guide travelers to trip options within corporate policy.
- Enhanced communication tools send on-trip reminders and links to wellness content aimed at improving traveler health and well-being.
- A personalized virtual assistant reminds the traveler to submit an expense report that’s been pre-populated using a machine-learning algorithm.
“Using new and emerging technologies to communicate with, influence and capture the attention of business travelers can effectively influence them to remain within program,” said Natalia Tretyakevich, senior manager of Research & Intelligence at BCD Travel and one of the researchers responsible for the report. “Travel managers can use technology to counterbalance suppliers’ aggressive and highly sophisticated marketing directed at corporate travelers.”
- How to use machine learning to personalize messages based on travelers’ booking patterns, behaviors and preferences.
- How blockchain-based storage keeps data safer and increases traveler willingness to share information needed for personalization.
- How chatbot technology enables voice-controlled digital bookings, automated traveler communications (such as answers to routine policy questions) and more.
- Ways to leverage the Internet of Things (IoT) and location-based technology to send timely and relevant messages throughout journeys, including warnings about flight cancellations and other disruptions.
- Useful tips and a checklist for travel managers looking to explore and implement emerging technologies.
Inform reports provide insider perspectives on corporate travel trends related to emerging technology and travel management. Communications is the third report in the six-part series. Previous reports explored sourcing and policy. Future reports will explore duty of care, payment and performance.